OVO Beyond Terms and Conditions

These terms will apply to you if you are eligible for and utilise OVO Beyond (OVO Beyond Terms) and are supplemental to the OVO Core Terms and Conditions which govern the supply of energy to you.

Additional terms and conditions will also apply to individual OVO Beyond offers (Offer Terms). Please read these OVO Beyond Terms and any Offer Terms carefully before proceeding with any OVO Beyond Offer.

In these OVO Beyond Terms “we“, “us“ or “our“ is OVO Energy Limited with our registered office at 1 Rivergate, Temple Quay, Bristol BS1 6ED the Promoter of this offer and “you“ is the person who is using OVO Beyond.

In order to use OVO Beyond you will need to download and create an account for the OVO mobile Application (the App).

1. What is OVO Beyond

1.1 OVO Beyond allows eligible customers access to exclusive offers and discounts on selected OVO products and services. If you are eligible, you'll be able to access OVO Beyond when you log in to the App. If you are an existing OVO customer you will be able to access OVO Beyond straight away or if you are a new customer you will be able to access OVO Beyond from ninety (90) days after your supply start date. If you are in the process of switching away or have recently let us know that you are leaving us then OVO Beyond won’t be available to you.

1.2 Each OVO Beyond offer will be subject to its own separate terms and eligibility criteria, in addition to these Terms, so please read these carefully before choosing your offers. You’ll have to agree to the applicable offer terms in order to receive the offer.

1.3 You may not be eligible for every OVO Beyond offer and not every offer may be shown as available to you in the App.

1.4 To receive your chosen product or service you will need to follow the customer journey for the relevant product or service via the App which may also redirect you to the OVO website. Your product or service won’t be confirmed until you have received an email from us confirming your selection (or confirming your order if you have ordered one of our products).

1.5 All OVO Beyond offers are subject to change and availability. Sometimes we may reject your selection of an offer, for example, because a product is unexpectedly out of stock, the service is no longer available, or you no longer meet our eligibility criteria. When this happens, we will let you know as soon as reasonably possible and you may be able to choose an alternative offer from the latest OVO Beyond offers available, provided that you (i) satisfy the eligibility criteria (as applicable) and (ii) accept any supplemental terms for the alternative offer.

1.6 Offers can only be redeemed for personal and consumer use. Use of the selected offers for business purposes is strictly prohibited.

2. Personalised Energy Insights

2.1  As part of OVO Beyond we also provide you with personalised insights into your energy usage. These insights are designed to help you better understand how energy is used in your home and what changes you could make to reduce your energy consumption.

2.2 You will receive regular personalised energy saving recommendations which provide a detailed breakdown of the energy usage in your home and provide tips for reducing your energy consumption. 

2.3 Your personalised energy saving recommendations are based on data automatically transmitted to us through your smart meter which may be connected to other devices in your home, as well as any other data you submit to us. Readings from your smart meter will need to be submitted on a half-hourly basis in line with Beyond eligibility criteria (see section 3).

2.4 Our Energy Insights are produced on an “as is” basis only. We do not warrant or represent that Energy Insights (either general or personalised) will be delivered free of any inaccuracies, interruptions, delays, omissions or errors (“Faults”), or that all Faults will be corrected. It is therefore intended to provide information and guidance only and we are not liable for any Faults. You assume responsibility for any decisions made or actions taken based on the information contained in or generated by Energy Insights. We will not be liable for any damages of any kind arising from the use of Energy Insights, whether direct, indirect, incidental, punitive or consequential.

2.5 You understand that when providing Energy Insights, we are providing energy efficiency information for general information purposes only and do not provide professional advice. Any savings claims given to you are an estimate only and your actual savings will vary depending on your energy use and the changes you make to your energy habits. We are not responsible for any loss, damage or cost resulting from any action or decisions taken by you made in reliance on Energy Insights. You agree that you use Energy Insights at your own risk in these respects.

2.6 We may use your personal data to provide you with Energy Insights. The way in which data is collected and used by us is set out in our Privacy Policy.

2.7 The material and information contained within Energy Insights is for your personal use and may not be distributed or used for commercial purposes. All content, including but not limited to text, graphics, logos, images and software is owned by OVO or its third party service providers (as applicable). Any use, including but not limited to, the reproduction, modification, distribution, transmission, republication or display of the content  (other than in your use of this service) is strictly prohibited.

2.8 We can make changes to  Energy Insights at any time, including withdrawing or amending the product. We will try to give you reasonable notice if we make any changes which are to your detriment.

3. Eligibility Criteria

3.1 To be eligible for OVO Beyond you must:

(a) be an OVO customer;

(b) be the primary account holder and bill payer of a registered account with OVO (please note that customers of other OVO group brands will not be eligible for OVO Beyond);

(c) have a credit meter, Pay As You Go customers are not currently eligible for OVO Beyond;

(d) have a working smart meter;

(e) have either both your gas and electricity or just your electricity supplied by OVO (customers of other OVO Group brands such as Boost will not be eligible);

(f) opt in to half-hourly meter readings. If your meter does not currently submit readings every half hour, we will change this to collect readings on a half-hourly basis. You can always change this later, though if you do, you won’t be eligible for OVO Beyond;

(g) not be in debt to us, be subject to a debt repayment plan with us or otherwise have a prepayment meter with outstanding debt; and

(h) not be in the process of switching your energy supply away from OVO to another provider

3.2 You won’t be eligible for OVO Beyond if you do not meet all of the eligibility criteria as set out in section 3.1 above.

4. Your Right to Cancel

4.1 Offers provided free of charge

Offers provided free of charge will not be able to be cancelled and you'll not be able to change your selection if the product has already been sent or the service has already been arranged and / or provided to you.

4.2 Offers which require a one-off payment

(a) You can change your mind about your selected offer within the Cooling Off Period. Some offers may have a longer Cooling Off Period so please check the applicable Supplemental Terms for more details.

(b) If you exercise your right to cancel during the Cooling Off Period, you'll receive a full refund of any payment already paid to us (subject to section 4.8).

4.3 Offers which require monthly payments

(a) You can change your mind about your selected offer within the Cooling Off Period. Some offers may have a longer Cooling Off Period so please check the applicable offer terms for more details.

(b) If you exercise your right to cancel during the Cooling Off Period, your future monthly payments will be cancelled and you'll receive a refund of any payments already paid to us.

4.4 If you expressly request that a service which forms all or part of the selected offer is provided during the Cooling Off Period and the service is fully performed during the Cooling Off Period, you lose your right to cancel the offer once the service has been performed.

4.5 If you have selected an offer which consists of receiving a product and do not receive the product within thirty (30) days of the stated delivery date, you can cancel your order.

4.6 If the selected offer is for a product and you cancel your selected offer you must return the product(s) to us at your own cost within fourteen (14) days of telling us that you wish to exercise your cancellation rights unless we notify you otherwise.

4.7 Any refund owed to you'll be made to the original card used to pay for the offer within fourteen (14) working days of us receiving the returned product(s) and subject to our inspection of the product(s).

4.8 We reserve the right to charge you and/or deduct from any refund payable to you, if the product, to which the refund relates, is damaged or unusable when it is returned to us as a result of your use and / or any damage to it.

4.9 If you want to cancel or change your selected offer you'll need to contact OVO Customer Care on 0330 303 5063. Please be aware that if you cancel your selected offer, you may not be able to reselect another offer.

5. Faulty product or service

5.1 If you purchased, either by way of a one-off payment (section 4.2) or monthly payments (section 4.3) and received a product under the selected offer your Cooling Off Period is in addition to your consumer rights in respect of faulty products.

5.2 If you received a service under the selected offer, you still have a right to ask the Partner to repeat or fix the service if it is not carried out with reasonable skill and care or ask for some money back (where you paid for the service) if the Partner cannot fix it.

6. Important to know

6.1 Each available OVO Beyond offer can only be redeemed once per household unless otherwise stated in the applicable offer terms. Only your household can redeem the offers and you cannot share them with any third parties.

6.2 We reserve the right (acting in our sole discretion) to cancel your selected offer if we believe that you have not complied with these Terms, the applicable offer terms (as applicable) and/or the OVO Core Terms and Conditions or otherwise.

6.3 We shall have the right, where necessary, to undertake all such action as is reasonable to protect ourselves against fraudulent or invalid offer applications, without limitation, to require further verification from you as to proof of eligibility, as well as your identity, age and other details relevant to the offer. In the event your information is linked to fraudulent claims or abuse of these Terms or the applicable offer terms or the OVO Core Terms and Conditions, you'll be unable to participate in the offer.

6.4 If our supply of your product or service is delayed by an event outside our reasonable control, including (but not limited to) an act of God, natural disaster, epidemic or pandemic, terrorist attack and civil war we will contact you as soon as reasonably possible to let you know and do what we can to reduce the delay. We will not compensate you for the delay. If you’ve not received the product or service within thirty (30) days of the date that we either told you the product would arrive or the service would be carried out then you can cancel your order free of charge by contacting our Customer Care team and receive a refund or choose an alternative offer from the latest OVO Beyond offers available, provided that you (i) satisfy the eligibility criteria and (ii) accept the offer terms, for the alternative offer.

6.5 The OVO Beyond offers cannot be combined with any other voucher, offer, discount or promotion code and may not be redeemed for cash.

6.6 All offers which are included in OVO Beyond are subject to availability, and we reserve the right to alter, amend, substitute, or withdraw the range of offers at any time.

7. How we use your data

7.1 We will only ever use your personal information in order to provide you with the products and services and in accordance with our Privacy Policy. This may include sharing your name, address and email address with our trusted third parties who help us provide these products and services to you. Please see the Supplemental Terms for further information about which information may be shared for different products and services.

7.2 To opt out of receiving OVO Beyond emails click on the unsubscribe button in any OVO Beyond email or go to your online account. Please note that unsubscribing from OVO Beyond emails will not unsubscribe you from other OVO marketing emails if you are opted in to marketing. You can change your marketing preferences in your online account at any time.

8. Changes to OVO Beyond or these Terms

8.1 We’ll use reasonable endeavours to provide the OVO Beyond offers (as described), however, we reserve the right to alter any aspect of or cancel the offer at any time if, in our sole discretion, we consider such change to be necessary.

8.2 We can make changes to these Terms, an offer and/or any supplemental terms (that relate to an offer) at any time. These changes may include (but are not limited to), withdrawing or making changes to these Terms including changing the offers available to you. The Terms (and any supplemental terms) which will apply to the offer will be made available to you at the time you select the offer.

8.3 Where we make substantive changes to these Terms and/or any offer terms which, in our reasonable opinion, are to your detriment we will give you reasonable notice of the changes. If, upon receiving notice from us, you’re not happy with the revised Terms and/or any offer terms you'll be entitled to cancel your offer by contacting our customer services team Please see section 10 below for further details on how best to get in touch.

8.4 In the event of the termination of OVO Beyond or any OVO Beyond offers, all offers not redeemed by the termination date will be forfeited without compensation or any further obligation or liability, and no redemption of offers will be honoured thereafter unless stated in the applicable offer terms.

9. Liability

9.1 We’ll not be liable for any loss including (but not limited to) indirect loss, any expense or damage that you may suffer or sustain as a result of your participation in any OVO Beyond offer, save where such loss or damage cannot be excluded by law (including personal injury, death and fraud) which shall be limited to the minimum under law.

9.2 Subject to section 9.4, we will not be responsible for:

(a) any delay or inability to fulfil an offer, deliver your product and/or fulfil your service for reasons outside our reasonable control, or any costs, loss or damage you suffer as a result;

(b) any costs, loss or damage you suffer as a result of not using the product in line with the instructions provided to you, including any manufacturer user guides;

(c) any loss or damage you suffer caused by us, our employees or agents to the extent such loss or damage results from any breach by you of these Terms;

(d) any failure by you or a third party in the care, operation, inspection, servicing or maintenance of a product which is not done strictly in accordance with the manufacturer’s instructions and without our or the manufacturer’s consent.

9.3 We shall not be liable, whether caused by breach of contract, negligence, breach of statutory duty or otherwise, for any loss or damage that we could not reasonably have expected would result from breach of these OVO Beyond Terms at the time you entered into them.

9.4 Nothing in these OVO Beyond Terms or any offer terms will affect our liability to you for death or personal injury as a result of our negligence, fraud or fraudulent misrepresentation, or for any matters which we cannot exclude our liability for under law.

10. Contact Us

10.1 We hope you enjoy OVO Beyond but if you have any queries or need any support you can contact us by calling us on 0330 102 7423.

10.2 If you’re unhappy with our service, you can submit a complaint over the phone or in writing by going to https://www.ovoenergy.com/feedback.

10.3 We aim to respond to your complaint the same day we receive it. If you’re not happy with our response, you can ask for your complaint to be escalated to our internal complaints team, who will be in touch within five (5) working days.

11. Governing Law

These OVO Beyond Terms and any offer terms are governed by English Law and any dispute arising in relation to these shall be subject to the exclusive jurisdiction of the English Courts.

12. Definitions

12.1 In these Terms, the following words and phrases shall have the following meanings:

"Cooling Off Period" means, in respect of a paid offer, either:

(i) the fourteen (14) day period from the day you receive the product(s); or

(ii) the fourteen (14) day period from the day after we accept your application for a service(s);

"offer" means the product(s) and / or service(s) made available to eligible customers from time to time as part of OVO Beyond;

"Supplemental Terms" means the terms and conditions which may be applicable to each individual product, service or offer; and

"Offer Partner" means the company which provides the offer on behalf of us as defined in the applicable Supplemental Terms.

12.2 Unless expressly provided for in any Supplemental Terms and Conditions, the capitalised terms used in the Supplemental Terms and Conditions shall have the meaning given to them in section 12.1 above.

Last updated: 8th May 2024